Historically, municipalities have played the traditional role of service provider, and services have often been free of charge, or heavily subsidised. As such, not much time and energy has been devoted to thinking of the end-user as a client, often a paying client, with specific service demands and rights. Training, time and fundamental shifts in attitude will frequently be required to introduce municipal officials to this concept. It is often difficult for municipal officials to take on board the idea that poor consumers should be given a voice. Except in certain innovative schemes in which poor communities have established direct communication with municipal governments, it is important for municipalities to seek the assistance of NGOs to help them understand and engage with poor consumers.